Nicia Torrence
Management
Dallas,TX
Summary
Currently overseeing 15-30 Content Moderators daily. Manage ADP time cards, behaviors enforcing company expectation using policies, procedures, regulations rules and making sure regulations are met. Interview, train, new agents, hold team accountable and consistently coach while creating team bonding ideas to ensure team can comfortably support their other coworkers in need of help. Authorized to work in the US for any employer
Overview
19
19
years of professional experience
Work History
Frontline Manager
Genpact LLC
04.2018 - Current
- Provide leadership support to team and manage to achieve constant improvement on all service levels based on forecast and capacity, meeting targets
- Focus on people development of team and create plan of action to meet ot exceed all expected company goals
- Managing a team of 15-25 analyst agents and subject matter experts
- Handle Corrective Action when needed to enforce policies and procedures such as dress code, attendance and work integrity expectations
- Maintains and reviews weekly productivity reports and provide performance metrics to meet and assist agents to set them in the path to succeed
- Identify trends in team performance and recommends/implements change to constantly raise the performance level of my team
- Conduct periodic 1-on-1, regular career coaching, mentoring, and training
- Monitor Attrition, Time Management, and other deliverable as requested.
Front Desk -Operations Manager
Fitness Connection
02.2017 - 04.2018
- Maintain daily leadership duties such as banking, audits and routine inspections
- Interview, Recruit qualified applicants pulled from job fairs or from internal online Job portal
- Interview candidates, onboard and train
- Supervise Front Desk, Kids Club and Janitorial staff as well as all facility vendors
- Maintain daily administrative duties such as banking, audits and routine inspections
- Recruit and Train all team members on policy and procedures
- Provide internal support to those needing assistance with procedures, formats, company policies and technical support
- Assisted Club Manager in achieving and meeting company expectations
Operations Manager
L.A. Fitness
07.2013 - 01.2017
- Supervise Front Desk, Kids Club and Janitorial staff as well as all facility vendors
- Recruit and Train all team members on policy and procedures
- Maintain daily administrative duties such as banking, audits and routine inspections
- Also in addition completed half a day on receiving calls from corporate office
- Member Services members resolving all U.S
- Member concerns and issues from a corporate standard
- Provide internal support to those needing assistance with procedures, formats, company policies and technical support
- Assisted Club Manager in achieving and meeting company expectations.
Service Manager/ Operations Manager
24 Hour Fitness
12.2002 - 11.2012
- Provide internal support to those needing assistance with procedures, formats, company policies and technical support
- Assisted Club Manager in achieving and meeting company expectations
- Supervise
- Front Desk, Kids Club and Janitorial staff as well as all facility vendors
- Recruit and Train all team members on policy and procedures
- Maintain daily administrative duties such as banking, audits and routine inspections
- Completing weekly schedules, handling coaching, developing and disciplinary action.
Education
Associate Of Business Administration - Business Administration And Management
Kaplan University
Dallas, TX04.2008
Associate - International Aviation, Business Management
and Travel Academy
1998
Skills
- Management
- Recruiting
- Interviewing
- Team management
- Profit & loss
- Strategic planning
- Logistics
- Proficient in ADP, Policy enforcement, Computer Programing, Power BI Management, created Power
Timeline
Frontline Manager
Genpact LLC
04.2018 - Current
Front Desk -Operations Manager
Fitness Connection
02.2017 - 04.2018
Operations Manager
L.A. Fitness
07.2013 - 01.2017
Service Manager/ Operations Manager
24 Hour Fitness
12.2002 - 11.2012
Associate Of Business Administration - Business Administration And Management
Kaplan University
Associate - International Aviation, Business Management
and Travel Academy
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